New Poster
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4 Messages
Xfinity asking me to return equipment that I never had
I received an email from Xfinity on Oct 2 asking me to "return my old equipment". The email also states "We're happy you're enjoying your new Xfinity Gateway". I have been an Xfinity customer previously in California since 2014, and continuing service since moving to Maryland this July 2023, and I have never had in my posession any Xfinity equipment. I don't even know what a Gateway is, presumably it's a modem or a router? In any event, I've been using the same Motorola modem for several years now (see photo). I recently upgraded my router from my old Netgear router with the 3 antenna to the new Netgear Orbi (see photo). I called Xfinity on Oct 2, and after 45 minutes on the phone they said they took care of the problem and I won't be receiving any more emails asking for returned equipment. But again yesterday Oct 9 I received another email asking me to return equipment that I've never had, so the problem clearly has not been fixed! I also hope that I will not be charged any sort of equipment rental fee! Thanks in advance.
XfinityJustinC
Official Employee
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893 Messages
11 months ago
Hello, @WillKMD. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assistance in regard to the equipment return notifications. I appreciate you taking the time add the pictures of the equipment you have, it is helpful. You are correct that the gateway would be our modem/router combo.
I definitely want to investigate further to ensure the equipment concern is resolved, and you are not being billed for any equipment and no longer receive notifications in the future. Since I will need to gather some information we don't want to discuss in our public conversation, would you please send a direct message:
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
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